New complaints system for care home residents

New care home complaints system to offer elderly residents better service

Sweeping changes are to be made to the regulation of Britain’s 13,900 care homes, including a new complaints system and tougher inspections for large private operators, The Times has learnt.

Elderly people and their families, who pay for care, will soon be able to take grievances to the Local Government Ombudsman, whose office currently investigates complaints against local authorities over school admissions, housing and social services.

So-called self-funders, who make up almost half of the 440,000 care home residents in Britain, have been clamouring for a new complaints system to be set up after ministers made clear that the current regulator, the Commission for Social Care Inspection (CSCI), could not take on this role.

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